Sre Cisco Voice Gurgaon - Sampoorna Computer People

Sampoorna Computer People

Verified Company

Gurgaon, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Summary

Experience:
5 Years

Location:
Gurgaon

Designation:

SRE Cisco Voice Gurgaon

Degree:
BA, BBA, BBA/BMS, BBI, BCA, BCom, BCS, BDES, BE-Comp/IT, BEd, BE-Other, BFA, BFM, BIS, BIT, BMS, BSc-Comp/IT, BSc-Other, BTech-Comp/IT, BTech-Other

Educational Level:

Graduate/Bachelors

Industrial Type:
IT-Software/Software Services

Functional Area:
IT Software - Network Administration / Security

Key Skills:
Cisco Voice

Job Post Date:
Tuesday, October 31, 2023

Company Description

Our Client is a leading FTSE Company with a profitable turnover of more than 20 billion pounds. They are the world's most established communications company, employing around 100,000 people in 170 countries around the world.
Their principal activities include:

Networked IT services globally

Local, national and international telecommunications services
Broadband and internet products and services
Converged fixed/mobile products and services

They are known globally as a major technology player - pioneering the digital advances that are shaping and driving the information age,helping people create, collaborate and communicate better than ever before.

Specialties: Telephony, Networking, Cloud Services, Unified Communications
Skill:
2 year or more experience on Cisco, CUCM, Cube, Verint, UCCE, IPT technologies. Cisco Collaboration certified will be an additional benefit.
Able to investigate and address the most complex technical problems working with a wide range of stakeholders.
Individual can assess, redesign and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean
Technical skills, with an understanding of networks and customer facing communication technologies.
Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions
Skill in assessing and improving service and business process performance.
Key Responsibilities
Part of an Voice Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
A shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
Works on the customer service Desk and proactively make calls to resolve customer issues at point of contact wherever possible.
Manage auto generated SMARTs alerts tickets.
Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
Proactive monitoring of NMS to track the customer interfaces/elements.
Logging into the respective PE and CE routers to check the interfaces.
Updating the TT with all necessary snaps and passing out the necessary update to respective assigned teams.
Point of escalation for not only the team but also senior managers.
Proactively recommend initiatives and improvements to enhance team performance.
Close coordination with respective node and field support team for respective customers.
Collecting the inputs from all concerned teams to periodically update the Ticketing tool.
Keeping management team informed, about all P1 Incident notification till the incident gets fixed.
Close coordination with all suppliers for quick restoration and periodic updates.
Raise the Change management & Problem management TT and pass it to next level team.
To followup with all stakeholders via phone and mail till fixing of any Incident or change management.
Raising flag to concerned team in case of frequent or repetitive fault.
To provide all technical support based on privilege to customers served through service desk.
To perform periodic escalations with supplier and CLIENT internal management team till the resolution of incident and problem management.
To followup with various teams resolver group for complex problems and issues
To keep and maintain the MTTR, RFT and T2R as set by management.
To keep the queue sizes to as low as possible to ensure minimum attention to each and every customer complain and query.
To attend various workshop and training arranged by management to improve the technical skills and CLIENT product knowledge.
To update the customer with Telco and CLIENT internal maintenances.
To keep apprise with various CLIENT tools to ensure better visibility of CLIENT events and thus ensuring better customer support.
To keep delivering the service round the clock 24*7 regardless of the situation to ensure utmost customer service and satisfaction.
Continuous feedback from customer on service and keep managers updated.